3CX Helps Synchramed Manage Call Center Workloads

Synchramed is a Johannesburg, South Africa-based medical billing software company. It develops, supplies and manages the medical software doctors use to streamline their billing processes. As a small to medium company, it is critical for Synchramed’s success that every member is as efficient and productive as possible.

However, Mozel van Niekerk, Synchramed’s IT Operations Manager, recognized that the previous phone system was failing to meet their needs. The legacy phone system was incompatible with VoIP or mobile phones, and had complicated reporting features. This was especially significant in Synchramed’s call center. Mozel van Niekerk found that her previous phone system did not provide them the ability to measure productivity, which made it increasingly more difficult to manage workloads and workflows.

That’s when Synchramed decided to make the move to 3CX.

3CX has given us much needed insight into our call center statistics. It’s a necessary tool to help manage our workload and workflows – Mozel van Niekerk, IT Operations Manager, Synchramed

No-hassle installation

In the healthcare industry, downtime can come with dire consequences. That’s why Synchramed needed a solution that could be installed seamlessly without creating downtime. Fortunately, Platinum I.C.T. was able to install and deploy Synchramed’s new telephony solution in just a few hours, with no down time.

And because 3CX runs on the most popular operating systems today, Synchramed employees required no additional time for training purposes.

Lower costs, higher production

After successful installation, Platinum I.C.T. immediately took control of Synchramed’s 16 Yealink phones, 3 lines and Vodacom VoIP gateway. The results were resounding and recognizable immediately. Not only did Synchramed avoid costly upgrades by moving away from its legacy phone system, but they noticed increased staff productivity and clearer reporting too.

In addition, Synchramed is now in the process of enabling 3CX for mobile use to further empower its employees to provide superior customer support.